FAQ

Shipping

We ONLY ship Monday- Thursdays so that your product is not sitting idly in a warehouse over the weekend. No exceptions. 

How do I know if my order has shipped?

You will receive a shipping confirmation email with your tracking number once your order has been shipped. Orders are subject to verification and acceptance before shipping.

What carrier do you use?

We use UPS for all orders.  

How do I get free shipping?

U.S. customers are eligible for free UPS shipping on orders over $500.

International customers are eligible for free UPS International Economy shipping on orders over $2500. International orders do not qualify for Free Return Shipping.

 

How much does it cost to ship overnight?

Overnight shipping cost depends on the destination of the package. The additional cost for overnight shipping will be determined at checkout or contact Customerservice@mollyphillips.com.

 

Do you offer international shipping?

Yes! We can ship internationally to most countries. All international orders will be shipped through FedEx International. 

 

Do I have to pay customs and extra fees for shipping internationally?

All orders shipping internationally are subject to additional shipping charges based on taxes, tariffs and duties put into place by that country. All fees are to be paid for by the customer at the time of delivery. Molly Phillips, LLC. does not have information on customs or duties and cannot estimate these charges. Please check with the proper local authorities before placing an order. Molly Phillips, LLC. is not responsible for non-paid import taxes, nor will Molly Phillips, LLC. issue any refunds or exchanges for deliveries that have been refused for non-payment of import taxes.

 

Do you ship to PO boxes?

At this time, we do not accept PO Boxes for delivery.

 

What happens if I refuse or miss the package?

If you refuse or miss a shipment, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Molly Phillips, LLC. This amount will be deducted from your merchandise refund.

 

Tracking shows my package has arrived, but I do not see it.

Occasionally carriers experience service disruptions that will result in delayed shipments. Please allow 5 business days for delay issues to resolve.

 

Do you replace lost or stolen packages?

We are unable to replace or refund lost or stolen packages.

We recommend selecting a secure shipping location where someone is always present to receive deliveries. If you need to make a change to your shipping address, please email us at Customerservice@mollyphillips.com as soon as possible. We’ll make our best attempt to change your address as long as the package has not been shipped. We cannot reroute a package once it has left our facility.

If your package is missing, stolen, or lost in transit please contact us so we can assist you with your claim. While we’ll do everything we can to help you locate your package, we cannot refund or replace lost or stolen items.

 

What payment methods do you accept?

We accept all major credit cards: Visa, MasterCard, American Express, PayPal and Google Pay. We also accept  e-gift cards online.

Special exceptions for Zelle, Venmo, Cashapp,  

Orders

How long will it take for my custom order to ship? Anywhere from 4- 6 weeks. During Holidays or exceptionally busy times orders can be delayed. 

How long will it take for my in stock order to ship?

In stock orders can take up to 7 business days to ship

Are custom orders final sale? 

All Custom orders are final sale. 

Yes all custom orders are made per your instructions and custom made just for you. We are unable to offer refunds on all custom orders. 

Repairs

Is there a warranty for my jewelry piece?

All fine jewelry items are protected under a one year warranty.

How much is the repair fee?

For pieces purchased within the one year warranty, repairs will be free of charge. For pieces outside of the warranty, the repair fee is subject to cost, plus labor charges, and shipping. Additional fees may be added if valuable components are determined to be missing from the piece.

How can I get my item repaired?

Start by sending a photo of the item in need of repair to Molly Phillips and include a description of the damage.

My item is tarnished, can this be repaired?

Unfortunately, tarnished jewelry is not eligible for free repairs, but we are happy to repair any jewelry for a minimal cost :) . Tarnishing is considered natural wear for jewelry and we suggest checking out our care page for tips and tricks on keeping your jewelry looking shiny and new!

 

How long do repairs take?

Repairs can take from 1-8 weeks to complete.

 

I lost one earring, what should I do?

In most cases, we are able to make a new earring to replace a lost one! We ask that you send in the remaining earring with your repair request form so that we are able to ensure the pair will match once the new earring is made. Please be advised that replacing an earring will cost half the price of the pair.

 

How can I check on the progress of my repair?

Please email Customerservice@mollyphillipsjewelry.com for any questions on repairs that are in progress.

Returns

We offers returns to full price items purchased via our website only (for costume jewelry only). You have 7 days from delivery date to notify us- all return are subject to a 10% restock fee. If your item is purchased in a store please take it back to the place/store of purchase. We do not take back items that are not purchased through www.mollyphillipsjewelry.com or directly through our brand. 

Costume jewelry is subject to a 10% restocking fee. 

Fine jewelry is subject to a 25% restocking fee. 

Why do we have restocking fees? Restocking fees are to cover our losses for all processings fees. 

What is your return policy?

If you are not completely satisfied with the item(s) you received, you may return your purchase for a full refund minus our restocking fee within 30 days of the invoice date. Original shipping charges are non-refundable. Items returned must be in original condition with tags attached and be returned in original packaging. Items must be unworn, unaltered, and unwashed. We reserve the right to deny a refund, exchange or store credit if the item(s) returned are not in original condition or do not meet our quality standards. Requests for refund or exchange of merchandise purchased must be accompanied by the original receipt. All shipping charges are non-refundable, no exceptions.

Please note, all ‘Sale’ items and customized orders are FINAL SALE and may not be exchanged or returned unless they were broken in transit. you have 7 days from delivery date to notify us that your item was damaged in transit. 

 

Is it free to return my order?

Not at this time.  

How do I start a return?

If you are returning, please contact us at 

Customerservice@mollyphillipsjewelry.com

 

Do you offer exchanges?

We do not currently offer exchanges for merchandise.

 

Do you offer trades?

 We do not offer trades. 

I received an incorrect/defective/damaged item. What do I do?

If you receive an incorrect or defective item, please email Customerservice@mollyphillipsjewlery.com a photo of the item you received with a brief description of the issue.